Implementation
World Class Customer Service powered by Continuum™
Office Contact Numbers
TEL: +44 (0) 1932 250000FAX: +44 (0) 1932 250001
Email: enquiries@charter-uk.com
Implementation
Each new client is assigned an experienced Charter UK Project Co-ordinator. This person is dedicated to your Charter Continuum™ Implementation and will oversee the Implementation Team. The Charter UK Project Co-ordinator will quickly develop an intimate relationship with the key people within your organisation to execute upon the agreed Project Plan and timescales. A Charter Continuum™ Implementation typically involves the following steps:
Pre-implementation: Exact needs and requirements are discussed and documented. A full Project Plan is developed together and details are agreed upon. This ensures everyone knows exactly what will take place, as well as when and who needs to be involved throughout the project.
Installation: The Charter Services team will create and configure the Charter Continuum™ database. The team will install the Charter Software and scanning/faxing hardware (as required).
Configuration: The Implementation Team will interview selected employees to begin the process of setting up screen layouts and configuring the system to your business terminology and processes. Configuration also includes the set up of some initial reference data.
Back Record Conversion: Our Charter Services team is experienced in the transfer of your existing data into Charter Continuum™. You decide how much data you wish to transfer, from what system, and we work together to map the data, and convert it over.
Testing: All systems are reviewed and approved by clients in a test environment to verify that it meets predefined requirements before 'Go-Live'.
BusinessObjects® Consultancy: Our Client Services team will set up the BusinessObjects® software and 'Universe' for Charter Continuum™. This 'Universe' contains every field within Charter, all of which become available for reporting and analysis. As part of the pre-implementation process, required report templates are identified and defined. Once Charter Reporter has been installed and set up, our Charter Services team will provide training and also assist in the creation of an initial set of report templates. Typically, Charter Reporter training is completed prior to the 'Go-Live' date, with follow up training conducted after the system has been in use for a short time.
'Hand-Hold': A Charter UK Consultant provides in-person support throughout the 'Go-Live' day, so that agents are not left out in the cold and customers' queries may be resolved immediately.
Who makes changes to the system once Charter Continuum™ is up and running?
Most vendors restrict access to a complex development kit and require that you contact them to make additional changes (and at a cost). We provide you with the choice for ongoing support of Charter Continuum™ or we offer an easy to use, proprietary application called Charter Designer. Charter Designer is used to add custom fields, format those fields and specify where they will be displayed, specify mandatory fields. It is also used to design read-only fields, lookups, searches, wizards, resources, hierarchies, known parties, actions (including escalation and overdue dates), templates, users and groups and other reference data and settings.
